Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Anchal Awasthi

Technical Support Engineering Analyst
Bengaluru

Summary

Have 5 years of overall experience in the IT sector. Dedicated and diligent person who appreciates a challenge. Strong communication abilities are complemented by the ability to collaborate well and solve problems at a high level, as well as the ability to perform well under pressure. Ambition and drive guarantee a great contribution to any business.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Technical Support Engineering Analyst

Jones Lang LaSalle
Bengaluru, Karnataka
04.2023 - Current
  • Overseeing implementation and setup of telephonic infrastructure components in accordance with global standards, as well as the new hire and departure processes for JLL workers worldwide.
  • Ensure that the JLL global telephony solution is reliable, resilient, and highly available in accordance with business standards by working closely with the regional and global vendors.
  • Set up all new users/call queue and existing users in accordance with worldwide JLL processes with Microsoft Teams Calling voice infrastructure
  • Teams Extensive knowledge on Enterprise Voice deployments
  • Unified Communications knowledge
  • Good knowledge of the Microsoft Teams Admin Centre and Skype for Business Administration
  • Knowledge of Direct Routing solutions for Microsoft Teams
  • Knowledge of H.323 & SIP Protocols
  • Knowledge of call flows, using CLOBBA RT for Advanced reporting, wallboards and monitoring specifically for users of Teams Queues and Auto Attendants.
  • Intermediate knowledge of Session Border Controllers (Cisco CUBE/Audiocodes) and SIP Trunking
  • Working with Administrators/ Users for Microsoft Teams related issues.
  • Handling IP phone device issues / Troubleshooting.
  • Handling L3 issues (Call queue, AA, Direct Routing, and other Calling features) related issues.
  • Handles SBC certification expiry issues.
  • Develop and maintain technical documentation for the systems.

Support Engineer

Microsoft ( payroll "Teamware solutions")
Bengaluru
04.2021 - 11.2022
  • SIP & SFB roles
  • Understanding of VOIP .
  • Dial-in conferencing of voice codecs eg G.711, G.729)
  • Migration from On-Prem to SFB Online or to Teams
  • Knowledge related to Direct Routing SBC and Operator connect configuration and troubleshooting.
  • Knowledge in Teams admin center Call Queue and OrgAA settings configuration.
  • Knowledge in Teams policies and configuration using Windows PowerShell.
  • Worked on Sign in issues for Microsoft Teams & providing end to end support to the end users.
  • Device management portal configuration and management.
  • Knowledge in E5, E3, Domestic and international calling plan, Phone system, CAP licenses
  • Device management portal configuration and management.
  • Monitored and addressed trouble tickets and service requests submitted to Skype for Business Team & Microsoft Teams. Worked on Skype for business media flow issues (ICE, STUN,TURN).
  • Managing team of 20 Engineers. Assisting them with technical issues and queries.
  • Conducting triages to upskill engineers on new technology and features in Skype For Business and Teams. Assisting new hires while onboarding and introducing them to technology and work culture.
  • Collaborating with Product Group team and Technical Advisors from Microsoft to discuss design limitation cases and if required to raise design change request. Handling critical Severity A escalations.
  • Monitoring of Teams Call Quality Dashboard to proactively identify issues impacting MS Teams services.
  • Tools - Fiddler / Netmon or Wireshark, understanding of client/server, networking, and Internet technologies fundamentals

Senior Analyst

HCL
Lucknow
05.2020 - 04.2021
  • Hands on Knowledge on MS Teams, managing Teams admin center for all configuration policies, settings and regular updates Managing and monitoring live events/ conference call
  • Good experience on MS teams
  • MS Teams issues related to one-on-one chat and team in MS Teams
  • Understanding of networking and routing concepts, DNS, DHCP
  • Enable users for Microsoft Teams Phone Enable users for Direct Routing Enable per-user calling features Plan and design Microsoft Teams PSTN solution Configure Phone policies Configure auto attendants and call queues

Analyst

HCL
Lucknow
03.2018 - 04.2020
  • · Significant exposure in prompt resolution of critical incidents with server business implication or potential of causing of disruption/unavailability of any service.
  • · Verifying Configuration and Full Backup and scheduling cron-job on Linux Server. Identifying and Troubleshoot Performance bottlenecks for Servers. Monitoring services/process at OS level.
  • · Knowledge on Service Now tool for any incident/interaction and Change Request. Proactively working on high severity Incident Alarms and analyzing root cause by documenting same for further actions. Managing Basic Windows issues like storage, utilization, physical disk space, logon failure issues.
  • · Configuring Device monitoring in EM7(Science Logic) Testing end to end pre and post patch release sanities of architecture. Attend weekly calls with development and check status of pending issues.
  • · Create and document standard operation procedures (SOPs) for every frequently encountered issue.
  • · Troubleshooting on event policies and Run Book Automation policies to ensure proper ticketing flow.
  • · Splunk: · Basic knowledge on Indexers and Search Heads with queries.

Education

Bachelor of Technology (BTech) - Computer Science

Shri Ramswaroop Memorial University
Lucknow
08.2013 - 08.2017

Skills

Microsoft teams Infrastructure

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Accomplishments

  • Certificate of Appreciation (2018)
    Awarded “Certificate of Appreciation” for being Consistent performer.2018
  • Pinnacle Award (2019)
    Awarded as “Pinnacle Award” for Excellent Performance.
  • JLLT Superstar Q2’2023. For operational excellence, innovative solutions and stakeholder management.

Timeline

Technical Support Engineering Analyst

Jones Lang LaSalle
04.2023 - Current

Support Engineer

Microsoft ( payroll "Teamware solutions")
04.2021 - 11.2022

Senior Analyst

HCL
05.2020 - 04.2021

Analyst

HCL
03.2018 - 04.2020

Bachelor of Technology (BTech) - Computer Science

Shri Ramswaroop Memorial University
08.2013 - 08.2017

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Anchal AwasthiTechnical Support Engineering Analyst